Resolution

• Verify if system is set up for ATR, but is not using Login-based License Management

• Verify in the Tableau Customer Portal that the product key has additional maintenance. 
  If, in Manage Product Keys, the key shows a maintenance end date that matches the maintenance end date in the Tableau Customer Portal, then there is no additional date to refresh. 
   

• Verify the key in the Tableau Customer Portal matches the key being refreshed in Manage Product Keys. 
  If a key has been replaced by another key, it will not be possible to refresh the obsolete key. The new key must be activated to obtain the later maintenance date.

• If the activation was done using Login-based License Management or Virtual Desktop, no refresh is required.
  The license expiration information being stored and managed by the server-side, no refresh is required for users who activated using Login-based License Management. For this case, "creator" is shown in the [Product Key] field.

• If the product key was activated offline previously due to the inability to reach out to the Tableau License Server, the refresh will fail. 
  Another offline activation will need to be completed to obtain a higher maintenance date. Please visit the Tableau Customer Portal to obtain the updated key with the latest maintenance end date.

• The license data on the Tableau Server or Tableau Desktop machine may be out of sync with the Tableau License Server.  Please contact Technical Support and provide the license data outlined in this article: Providing License Data to Tableau Support.

• The key may be at a maximum activation level.
  Please contact Tableau Technical Support and provide the licensing ID for the key being refreshed or a screenshot of the Manage Product Keys refresh error.

• Check if a previous version of Tableau Desktop is installed and test refreshing the product key in that version.
  The synchronisation error has been bypassed specifically by refreshing the key in a 32-bit version of Tableau Desktop that was already installed.

• Ensure that nothing is blocking communication to or from licensing.tableau.com on port 443 of the computer running Tableau Desktop or Tableau Server. For more information, see the Licensing section of the Internet Access Requirements article.

• Proxies or Firewalls such as zscaler may rewrite portions of SSL certificates when Tableau tries to reach the licensing server. 

  1. Run a Fiddler trace and see if the issue resolves.
  2. If the issue does not occur with Fiddler, check for any firewalls, proxies, etc. in the environment that may affect the SSL certificates. For a closer look at traffic, use a Wireshark test to examine the SSL certificates being passed.
  3. Note: Fiddler acts as a software proxy in gathering traffic, and may also rewrite SSL certificates, resulting in Tableau being unable to trust a mismatch in the SSL Certificate signature. More information on Fiddler fixing issues, follow this link.

Cause

• The computer running Tableau Desktop or Tableau Server is unable to communicate with the Tableau Licensing Server.
• The key has no additional maintenance to refresh.
• The key is obsolete and has been replaced.
• The device is in an offline mode with no connectivity to the Internet.

Additional information